User perceptions and levels of satisfaction of water management devices in Cape Town and eThekwini

Expanded Title:

Water Management Devices (WMDs) have gained policy appeal as a regulated mode of water service delivery in South African municipal authorities and are becoming a prominent instrument for water management in urban low income areas. Cape Town and EThekwini are two such municipalities that have rolled out these devices with the broad aim of charging viable user fees; enabling users to conserve water; managing consumer debt; providing free basic water and detection of leaks. This study provided an understanding of user perceptions of the usefulness of WMDs. It is a marked departure from previous research studies that have tended to focus on the supply side of water services by analysing the effectiveness of WMDs in promoting cost recovery measures without seeking to understand how the recipients of the devices perceive them. The research indicates that while users are satisfied that they will no longer be prone to debt and are guaranteed of FBW supply, and thus in the light of the Technology Adoption Model (TAM) and the confirmation/disconfirmation model of consumer satisfaction, WMDs have delivered both acceptable technological innovation and fulfilled most consumer expectations. However, in some cases, water supply has been limited by the installation of the devices to the extent that residents have had to devise a wide range of coping mechanisms. Some of these coping mechanisms have potential or actual significant implications on health and hygiene. In some areas, devices are not functioning optimally as intended. In general, cost recovery effects need to be better substantiated and communicated, as it is unclear how this forms part of broader consumption pattern restrictions.

Date Published:

01/10/2013

Document Type:

Research Report

Document Subjects:

Drinking water - Water supply, Sanitation - On site sanitation

Document Keywords:

Water Quality

Document Format:

Report

Document File Type:

pdf

Research Report Type:

Standard

WRC Report No:

2089/1/13

ISBN No:

978-1-4312-0472-4

Authors:

Thompson L; Masiya T; Tsolekile De Wet P

Project No:

K5/2089

Originator:

WRC

Organizations:

African Centre for Citizenship and Democracy School of Government University of the Western Cape